HP ZBook 17 G5

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For more information about cable management, see Cable management on page 173.

176 Chapter 7 Troubleshooting guide

Main Page

Table of Contents7
Product Description13
Components21
Locating Hardware21
Locating Software21
Right22
Left24
Display25
Keyboard Area26
Touchpad26
Lights28
Buttons, Speakers, and Fingerprint Reader30
Special Keys31
Action Keys32
Hot Keys (Select Products Only)34
Bottom35
Cover36
Rear37
Labels38
Illustrated Parts Catalog40
Computer Major Components40
Display Assembly Subcomponents45
Miscellaneous Parts47
Removal and Replacement Procedures Preliminary Requirements48
Tools Required48
Service Considerations48
Plastic Parts48
Cables and Connectors49
Drive Handling49
Grounding Guidelines50
Electrostatic Discharge Damage50
Packaging and Transporting Guidelines51
Workstation Guidelines51
Equipment Guidelines52
Removal and Replacement Procedures for Customer Self-Repair Parts53
Component Replacement Procedures53
Service Door53
Battery55
Hard Drive (HDD)56
Solid-State Drive (SSD)58
Odd60
Memory Modules63
SIM Card65
WWAN Module66
Keyboard68
Removal and Replacement Procedures for Authorized Service Provider Parts72
Component Replacement Procedures72
Middle Cover73
Fingerprint Reader Assembly75
Smart Card Board77
NFC Module79
Touchpad Click Board80
Fans82
System Board84
Heat Sink86
Discrete MXM Daughter Card89
Speaker91
Power Button Board93
RTC Battery95
Solid-State Drive (SSD)96
Memory Modules98
Display Assembly101
Display Assembly Components103
Top Cover111
Troubleshooting Guide112
Resources113
General Troubleshooting Steps113
Identify the Issue114
Understand the Issue114
Boot up Sequence114
Failure Classification114
Examine the Environment116
Perform a Visual Inspection of Hardware117
Update BIOS and Drivers117
Manually Updating BIOS and Drivers117
Remotely Deploying BIOS and Drivers117
Analyze the Issue117
Remove or Uninstall Recently Added Hardware, Software117
HP Hardware Diagnostics and Tools118
HP PC Hardware Diagnostics (UEFI)118
HP Support Assistant (HPSA)120
HP BIOS Configuration Utility (BCU)121
HP Image Diagnostic Tool121
HP Thermal Monitor121
Non HP Diagnostics Tools121
Status Lights, Blinking Light Codes, Troubleshooting Lights, and POST Error Messages122
Status Lights122
Blinking Light Codes123
POST Error Messages123
Power Good (Troubleshooting) Lights124
Resolve the Issue125
Hard Reset125
Soft Reset (Default Settings)127
10. Reseat Cables and Connections127
11. Test with Minimum Configuration128
Essential Hardware Configuration128
Safe Mode128
Test with Verified Working Configuration (Hardware And/Or Operating System)129
13. Replace the System Board129
Verify Solution130
Helpful Hints130
At Startup130
During Operation131
Consulting with HP Service131
Common Issues and Possible Solutions132
Power-On Issues132
No Power132
Intermittent Power-On, Shutdown, Reboot134
AC Adapter Issue135
Battery Not Recognized, Not Charging135
Battery Discharges too Fast137
Burnt Smell137
Post138
No Video (with Power)138
Blinking Lights139
Diagnostics Error Messages139
BIOS Password141
Performance (OS)141
Intermittent Shutdown142
Blue Screen143
Freeze at Windows Logo (Hang/Lockup)145
Electromagnetic Interference (EMI)146
No Wake up147
Unresponsive148
Slow Performance148
HP Smart Adapter Warning Message149
Incorrect Time and Date149
Display150
Display Anomalies150
Symptom150
Quick Check151
HP PC Hardware Diagnostics (UEFI) for Video Test151
Display Assembly Diagram152
Dead Pixel152
No Video (Internal)152
No Video (External)153
Displayport/Vga153
Hdmi153
No or Bad External Video Via Docking154
Incorrect or Missing Color/Distorted Image154
Touch Screen155
I/O Devices156
Keyboard156
Keyboard Point Stick157
Keyboard Backlight157
Touchpad158
Network Connectivity Ethernet (RJ-45 Jack)158
Network Connectivity Wireless (WLAN)159
Wwan160
Usb161
Smart Card Reader162
Speaker, Headphone - Audio Issues163
Thunderbolt (TB)164
Storage165
Hard Drive/Solid-State Drive Not Recognized166
No Boot to Operating System (no Read/Write Error)166
Read-Write Error167
Slow Performance167
Blue Screen (BSOD) Error167
Noisy Hard Drive168
Mechanical169
Fan Error Message - 90B169
Noise (Sound)170
Fan Runs Constantly171
Thermal Shutdown (Hot)172
Stuck Power Button172
Additional Information173
Acronyms173
Blinking Lights and Boot Error Codes174
Processor Not Executing Code174
BIOS Recovery Code Unable to Find Valid BIOS Recovery Image174
Memory Module Error174
Graphics Controller Error (no Controller)175
Failure - System Board Error175
Intel Trusted Execution Technology (TXT) Error175
Sure Start Unable to Find Valid BIOS Boot Block Image175
Sure Start Has Identified a Problem (Manual Recovery Policy Set)176
POST Error Messages and User Actions176
Routine Maintenance for Performance Improvement178
Common Blue Screen Error Messages178
Error Message List178
Bug Check Symbolic Names178
Microsoft General Troubleshooting of Windows Bug Check Codes179
Use Windows Debugging Tool179
Windows Software Development Kit (SDK)180
Display Issue: Pixel Anomalies184
Cable Management185
Connector Types186
Computer Setup (BIOS), TPM, and HP Sure Start189
Using Computer Setup189
Starting Computer Setup189
Using a USB Keyboard or USB Mouse to Start Computer Setup (BIOS)189
Navigating and Selecting in Computer Setup189
Restoring Factory Settings in Computer Setup190
Updating the BIOS190
Determining the BIOS Version190
Downloading a BIOS Update191
Changing the Boot Order Using the F9 Prompt192
TPM BIOS Settings (Select Products Only)192
Using HP Sure Start (Select Products Only)192
Backing Up, Restoring, and Recovering193
Creating Recovery Media and Backups193
Using HP Recovery Media (Select Products Only)193
Using Windows Tools194
Using the HP Cloud Recovery Download Tool (Select Products Only)195
Restore and Recovery195
Recovering Using HP Recovery Manager195
What You Need to Know before You Get Started195
Using the HP Recovery Partition (Select Products Only)196
Using HP Recovery Media to Recover197
Changing the Computer Boot Order197
Removing the HP Recovery Partition (Select Products Only)197
Using HP PC Hardware Diagnostics (UEFI)198
Downloading HP PC Hardware Diagnostics (UEFI) to a USB Device198
11 Specifications200
Computer Specifications200
43. 94 CM (17.3 In) Display Specifications201
12 Power Cord Set Requirements202
Requirements for All Countries202
Requirements for Specific Countries and Regions202
13 Statement of Memory Volatility204
Nonvolatile Memory Usage206
Questions and Answers208
Using HP Sure Start (Select Models Only)209
14 Recycling210
Index211

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